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Lead User Researcher

United Kingdom, London · Job Posted February 16, 2026
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Job Description

The Lead User Researcher at Tangity will play a pivotal role in shaping public services through user research. With a focus on human-centered design, the candidate will lead research initiatives, collaborate with cross-functional teams, and ensure that user insights drive product strategy. A strong portfolio and 8+ years of experience in user research are essential for this role. As a Lead User Researcher at Tangity, you’ll play a critical role in shaping meaningful, accessible public services that deliver lasting value to users. You’ll lead research initiatives across the full delivery lifecycle—helping agile teams validate assumptions, reduce delivery risk, and prioritise work based on real user needs. You will work autonomously, collaborating with designers, BAs, developers, and product managers to ensure evidence drives decisions at every stage. You’ll also contribute to service strategy, guide team ways of working, and foster a user-first mindset across the wider project and client organisation.

Job Responsibility

  • Plan, Lead and deliver user research for public services across Discovery, Alpha, Beta, and Live phases
  • Apply a range of qualitative and quantitative research methods—e.g. depth interviews, usability testing, contextual inquiry, surveys—to surface behavioural insights
  • Establish and maintain lightweight feedback loops with target user groups, ensuring continued insight into live service usage and evolving needs
  • Synthesise research findings into clear, actionable outputs such as problem statements, user journeys, personas, and pain point maps
  • Translate insights into backlog priorities and design recommendations that inform product strategy and roadmap decisions
  • Collaborate with cross functional teams – Service Designers, Interaction Designers (UX / UI), Business Analysts and Technical leads to ensure solutions are insight driven
  • Support design iteration and decision-making by testing early service concepts, prototypes, and touchpoints
  • Communicate findings to varied audiences—through visual artefacts, research reports, presentations, and stakeholder playbacks
  • Facilitate research workshops, playback sessions, and show-and-tells to drive cross-functional understanding and alignment
  • Embed a user-first culture across agile teams by encouraging regular exposure to user feedback and service impact
  • Ensure inclusive and accessible research approaches that align with GDS and WCAG standards
  • Mentor junior researchers and help shape Tangity’s research practice, contributing to tools, templates, and team capability building

Requirements

  • 8+ years of hands-on experience in user research, human-centred design, or service design
  • Bachelor’s or Master’s degree in User Research, Psychology, HCI, Anthropology, a related field, or equivalent experience
  • Extensive experience leading user research across complex digital services in agile environments
  • Strong portfolio or case studies showing research that informed successful service or product outcomes
  • Proficiency with research tools and methods including usability testing, depth interviews, journey mapping, and persona creation
  • Confident presenting findings in a compelling way to senior stakeholders and advocating for users in delivery decisions
  • Able to adapt to feedback and know how to challenge stakeholders when required
  • Working knowledge of GDS service standards, assessments, and digital service design principles
  • Strong understanding of inclusive design and accessibility standards (e.g., WCAG 2.2)
  • Eligible for SC clearance (British citizen or equivalent, with 5 years continuous UK residency)
  • Experience working on UK government or local authority services
  • Familiarity with GOV.UK design system, forms, and content patterns

Nice to have

  • Understanding of digital analytics tools and the role of behavioural data in triangulating insight
  • Exposure to service blueprinting or policy/service integration/ Interaction design experience to must have in support of the PS role title

What we offer

  • We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing
  • Our Learning and Development team ensure that there are continuous growth and development opportunities for our people
  • We also offer the opportunity to have flexible work options
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